A management consulting framework for establishing IT operating model in the organization (ITOM). The framework consist of blueprint documents and tools for the following dimensions; IT processes (including process descriptions), organizational setup of IT (including organizational structure and role descriptions), governance model (including relevant decision bodies) and performance matrix (relevant strategic and operational KPI's)
An ITOM is a visual toolset that provides a description of the way in which IT is governed and the IT function organises itself to meet its operational and strategic objectives
The content should be used as a tool to help in engagements where the client's operating model needs to be reviewed and modified
The tool is not a methodology and does not intend to be prescriptive. A client's particular context, issues and objectives should be considered when designing its operating model
The documents incorporates best-practice from client engagements and accepted industry standards (e.g. PRINCE2, ITIL, CobiT)
This PPT includes detailed process models for managing business relationships and suppliers, providing a clear visual representation of each process step. It breaks down complex interactions into manageable tasks, ensuring that all stakeholders understand their roles and responsibilities. The RACI matrices further clarify accountability, making it easier to assign and track tasks across different levels of the organization.
The framework also includes high-level IT functions and key accountabilities, ensuring alignment with business strategy and operational efficiency. The governance section showcases a real-world example of a governance structure, providing practical insights into effective decision-making bodies and processes. This comprehensive approach ensures that your IT operating model is both robust and adaptable to your organization's unique needs.
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Source: Best Practices in MIS, IT, Information Technology, IT Strategy PowerPoint Slides: IT Operating Model Framework PowerPoint (PPT) Presentation Slide Deck, Eldiablo666
This PPT slide titled "Manage Services" outlines a structured approach to service management within an IT operating model framework. It is organized into 3 primary categories: Transition Services, Operate Services, and Manage Service Delivery, each containing specific processes essential for effective service management.
Transition Services focus on the initial phases of service integration. Key processes include "Manage Service Acceptance," which likely pertains to ensuring that services meet predefined criteria before going live. "Manage Changes" addresses the need for systematic handling of modifications to services, while "Manage Configuration and Assets" emphasizes the importance of tracking and managing IT assets. "Manage Releases and Deployment" indicates a structured approach to introducing new services or updates into the operational environment.
The Operate Services section deals with the ongoing management of services. It includes "Manage Events," which likely refers to monitoring and responding to events in the IT environment. "Manage Incidents" focuses on resolving disruptions to service, while "Manage Problems" aims to identify root causes of recurring issues. "Fulfill Requests" and "Manage Access" are crucial for ensuring that user requests are met efficiently and securely. The inclusion of "Manage Infrastructure and Operations" suggests a comprehensive view of the underlying systems supporting service delivery.
Finally, Manage Service Delivery encompasses metrics and performance management. "Define Service Metrics" indicates the establishment of key performance indicators to assess service effectiveness. "Report Service Performance" suggests a feedback loop for continuous improvement. "Manage Capacity" and "Manage Availability" ensure that services can meet demand and remain operational. "Manage IT Service Continuity" and "Manage Security" highlight the need for resilience and protection against threats.
This slide serves as a foundational overview for organizations looking to enhance their IT service management capabilities.
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